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Customer Liaison Specialist – Boots Opticians
Summary
Job Reference: 2 2 6 9 3 9 B R
Fixed Term
37.5 Hours
Customer Liaison Specialist – Boots Opticians
Contract length: 6 months
Closing date: 16th May 2024
Recruitment Partner: Emily Smith-Kenny
Reporting into the Customer Experience Lead, the Customer Liaison Specialist manages queries and complaints from our customers, whilst also liaising with key stakeholders from other areas of the business to support with swift resolutions and delivering an optimal customer experience.
About the role
• You will support us in gathering and understanding customer consensus, whilst identifying trends and opportunities to enhance the customer experience and operational efficiencies.
• Managing the responses of customer queries and complaints via several platforms. Ensuring responses are delivered within service level agreements, whilst also being grammatically accurate.
• Becoming a Subject Matter Expert for our vision, values, and process's - ensuring a world class customer experience is at the forefront of everything we do.
• Liaising with other areas of the business – internal/external stakeholders and members of our retail estate to support with complaint investigation and resolution.
• Respond and liaise with customers via email, written, and verbal channels, to support with a swift resolution and great customer experience.
• Updating customer accounts and data management.
What you'll need to have
• Previous experience in customer complaints management.
• Passion for fantastic customer experience.
• Organised, proactive, works well to deadlines, and is resolution focused.
• Experience maintaining an organised and up-to-date pipeline of opportunities, with experience establishing communication and engagement with prospects.
• Ability to build relationships.
• Works well alone and collaboratively, as part of larger team.
• Receptive to change and new challenges.
• High standard of experience interpreting and responding to customer requests.
It would be great if you also have
• Experience working with partners, outsourcers, or other third-party suppliers.
Our benefits
• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Flexible benefits scheme including holiday buying, discounted gym membership, life assurance, activity passes and more.
We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.
Why Boots Opticians
At Boots Opticians, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. Join our team and let’s see what’s possible when we change for the better.
What's next
If your application is successful, our recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion you will be notified by email.
We are always open to discussing possible flexible working options and what this may look like for you, including job share and reduced hours.
If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
#LI-Onsite
Contract length: 6 months
Closing date: 16th May 2024
Recruitment Partner: Emily Smith-Kenny
Reporting into the Customer Experience Lead, the Customer Liaison Specialist manages queries and complaints from our customers, whilst also liaising with key stakeholders from other areas of the business to support with swift resolutions and delivering an optimal customer experience.
About the role
• You will support us in gathering and understanding customer consensus, whilst identifying trends and opportunities to enhance the customer experience and operational efficiencies.
• Managing the responses of customer queries and complaints via several platforms. Ensuring responses are delivered within service level agreements, whilst also being grammatically accurate.
• Becoming a Subject Matter Expert for our vision, values, and process's - ensuring a world class customer experience is at the forefront of everything we do.
• Liaising with other areas of the business – internal/external stakeholders and members of our retail estate to support with complaint investigation and resolution.
• Respond and liaise with customers via email, written, and verbal channels, to support with a swift resolution and great customer experience.
• Updating customer accounts and data management.
What you'll need to have
• Previous experience in customer complaints management.
• Passion for fantastic customer experience.
• Organised, proactive, works well to deadlines, and is resolution focused.
• Experience maintaining an organised and up-to-date pipeline of opportunities, with experience establishing communication and engagement with prospects.
• Ability to build relationships.
• Works well alone and collaboratively, as part of larger team.
• Receptive to change and new challenges.
• High standard of experience interpreting and responding to customer requests.
It would be great if you also have
• Experience working with partners, outsourcers, or other third-party suppliers.
Our benefits
• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Flexible benefits scheme including holiday buying, discounted gym membership, life assurance, activity passes and more.
We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.
Why Boots Opticians
At Boots Opticians, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. Join our team and let’s see what’s possible when we change for the better.
What's next
If your application is successful, our recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion you will be notified by email.
We are always open to discussing possible flexible working options and what this may look like for you, including job share and reduced hours.
If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
#LI-Onsite
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